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A Client Services Analyst I is responsible for supporting the Anthology customer base with any application related issues. The role involves working closely with other analysts and departments in order to provide effective and high quality technical support service. The Client Services department consists of various specialized teams with a wide range of functions and responsibilities. The right candidate for this role has a passion for customer service and embraces a customer-centric attitude in all aspects of supporting our customers. Role and Responsibilities The Client Services Analyst I is responsible for providing Level 1 application support for Anthology software, including:
- Account ownership and customer-centric mindset for all designated/assigned customers.
- Incident creation, routing, tracking, updating, escalation, resolution and completion in a professional and timely manner.
- Maintaining basic knowledge of current versions of the company’s proprietary applications such as CampusVue Student, Talisma CRM, Talisma Fundraising, etc.
- Quickly establishing rapport, gaining and maintaining credibility with diverse audiences.
- Following established guidelines and industry best practices to resolve customer issues.
- Providing prompt and consistent follow-up on all unresolved issues and recording all actions in the approved help desk system, ServiceDesk.
- Escalating issues to Senior Support Analysts and Management as appropriate.
Qualifications and Education Requirements
- Demonstrates proficiency in SQL and Crystal Reports; can create and troubleshoot SQL views, stored procedures and functions at basic levels.
- Basic understanding of data structures and the ability to identify recurring patterns.
- Solid analytical and troubleshooting skills.
- Strong verbal and written communication skills.
- Ability to work closely with other team members.
- Must be comfortable using a variety of tools and techniques, including: phone, chat and e-mail.
- Desire to learn both the technical and business aspects of the Higher Education and Not-for-Profit sectors.
- Proficient in Microsoft Office Suite.
- Bachelor's degree or equivalent work experience required.
- 0 - 2 years of customer service experience.
Preferred Skills
- Basic knowledge of Anthology's business practices, products and services.
- Industry certifications (i.e. TSIA, HDI, CompTIA, Service Strategies, etc.) preferred.
- Bilingual – English, Portuguese / English, Spanish
A commitment to Equal Opportunity Employer/Affirmative Action Employer We are committed to creating and maintaining a workplace in which all of our employees have an opportunity to participate in and contribute to the success of the business. We are dedicated to providing every Campus Labs employee with the best possible employment experience regardless of their race, national origin, sex, sexual orientation, socioeconomic status, familial status, religion, age, disability, gender identity, gender expression, results of genetic testing/genetic information, service in the military, veteran status, or any other status protected by federal, state, or local laws. Diverse candidates are strongly encouraged to apply. We highly value the many identities, perspectives, and experiences of all of our employees.